General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating2638 reviews
Customer training required
Beautiful hotel, perfect location but upon checking in the gentleman at reception greeted me like I was a criminal because I didn’t bring my government identification. I was a bit panicked looking for it and explained I’ve worked for the government for 35 plus years. He did not smile or offer an apology or empathy for the situation. I finally found my business card and my valid passport with my picture confirming I am in fact the person on the business card and he seemed actually angry that I had proof. I would have been charged $500 plus more so maybe management should remind employees that their rude behaviour is not appreciated. What a rude man. I’ve never been treated like that. No apology after I produced proof. He actually had the nerve to look at it suspiciously like I was lying. This man needs a lesson in manners. An apology and kind demeanour would have certainly been a better choice than his blank face. A black mark on an otherwise great getaway.
Don’t wait in the lobby the security will threaten you
Never never stay here. Absolutely awful. I was sitting with my son in the lobby and the security guard said that I could not sit there even though we were guests. I said we were waiting for my husband and he said I needed to wait outside. With my infant. In the rain. I have never been so insulted I will never stay at a Marriott again.
Traveled for business to the Boston Long Wharf hotel. I usually stay at the Seaport Hotel and was looking forward to a change. Upon arrival there were issues with my key and access to the room. The front desk staff appeared irritated and annoyed as I tried to resolve this after a long drive and several trips up to the 4th floor to try to access my room. After accessing my room it was quite dark, given the overhang and design of the building. I dialed 0 from my room and was connected with a very kind, and gracious staff member, Colleen (she is amazing). She acknowledged that the 4th floor rooms are darker and immediately worked with me to switch to another room; which was perfect with a lovely view of the park and wharf. The service (outside of the front desk working on my arrival) was exceptional, staff were very attentive and kind, right down to the gentleman working hard to sanitize the escalator, and the gentleman who graciously brought water to my room. The location is perfect, Legal Seafood is steps away or take a stroll through the park to the Golden Goose Market for local provisions and an extensive wine selection. I would highly recommend staying here, and hope that other members of the front desk staff will take a chapter out of Colleen’s book of customer service.
VERY Expensive, a Marriott in name only.
How to start this review... This was our first stay in Boston, driving in from Canada, we decided that we wanted to be in the middle of downtown so we could walk to most areas. So we knew that that would come at a premium and that's ok...BUT... The Marriott charges you for EVERYTHING. When we got here, we asked if a room was available right away prior to normal check in time. There was a room but we were advised we had to pay a surcharge.. that's ok, but the surcharge ended up being 190US... that's not the price of the room for 1 day, that's the surcharge to be able to have the room at 11am instead of 4pm... OK... Parking is 65US/day... yes, you read that right! Once we checked in, we mentioned it was my birthday and our wedding anniversary, we got congratulations from the front staff and they offered to send us a bottle of wine on the house since we picked this hotel for our special day... well, no wine on the first night, no wine on the second night.. finally since it rained a full day, we decided to extend our stay for an extra day, make our way down to reception, asked to extend our stay... The price on a Monday and more than doubled for the same room.. we are not talking an extra 100$ here the room cost us 700US for 1 night... and when asked about that bottle of wine... we were told "of course we are sorry we will send it up right away.." when we got back to our room... we had a bottle of wine....but a cheap 10$ bottle...if that's how you are going to treat your guests and are paying more than 2kUS for 3 days stay, maybe go for more than a convenience store bottle of wine as a thank you. Ok so how about the room? the room was Spacious, clean and well located right on the Wharf, views are amazing, but this hotel is getting older in age, when you start looking around you start to notice that it would need a fresh coat of paint, maybe fix some of the saggy drywall in the bathroom etc... Would I recommend this hotel or would I stay here again? NOPE. This hotel seems to run on the Marriott name only not in quality. Is it well located? Yes but are there nicer hotels at a lower price point in the same vicinity? YES
Great location for the aquarium and restaurants
We had a nice stay at the hotel prior to going to the New England Aquarium. The hotel was clean, and the staff was very nice. We got a room overlooking the park and we could see part of the harbor which was lovely. The room was clean and comfortable. You could hear every sound throughout the night, so we had to use earplugs to sleep. The indoor pool area was nice but the pool itself was cold so we didn’t stay in long. The location of the hotel is awesome for the aquarium and walking to restaurants. We went down on a Friday and paid for valet at the hotel. We had to check out early in the morning before going to the aquarium. The parking staff kept our bags for us and then brought us our car when we were done at the aquarium. No extra charge and they were extremely nice. We had the breakfast buffet, and it was very good. Lots of options for adults and kids. They also have a Starbucks in the hotel which is very convenient.